We understand that plans can change, and we aim to accommodate our guests as best as possible. This policy outlines the terms under which refunds are issued for bookings made at The Hay Holiday Cottage.
Last updated: February 20, 2025
No refund: cancellations made at any point before the scheduled check-in date are not eligible for a refund. You may contact us, and it is at our discretion what options we provide to you, if any.
All cancellations must be submitted by email to hello@hazelbraecottage.com. Refunds, if applicable, will be processed within 7 business days of receiving the cancellation request.
In the unlikely event that we need to cancel your booking due to unforeseen circumstances, such as maintenance issues, safety concerns, or force majeure events, you will be offered either a full refund of any payments made or an alternative stay date subject to availability.
We will make every effort to inform you of cancellations as soon as possible and will not be liable for any additional expenses incurred as a result of the cancellation.
Requests to modify booking dates are subject to availability. If a requested change results in a higher rate, guests will be responsible for the price difference. Modification requests should be made at least 14 days before the scheduled check-in date to avoid cancellation penalties.
Guests who do not arrive without prior notice will not be eligible for a refund. If you choose to leave before your scheduled check-out date, no refund will be issued for the unused nights.
If you are offered a refund, it will be processed back to the original payment method. Refunds typically take between 5 and 7 business days to appear in your account. Processing times may vary depending on your financial institution.
Some promotional or discounted bookings may be marked as non-refundable. In these cases, cancellations will not be eligible for any refund, regardless of the notice period.
We are not liable for cancellations caused by events beyond our control, such as natural disasters, pandemics, travel restrictions, or government regulations. While we will do our best to accommodate changes, standard refund policies may not apply during such events.
If you have any questions, please contact us at hello@hazelbraecottage.com.
Tucked into the quiet lanes of Hay-on-Wye, our cottage is a five to ten minute walk from the town centre, bookshops and the River Wye.
The Hay Holiday Cottage, Hay-On-Wye, HR3 5RD, UK
